Ewing Buick GMC - Service Center

Exceptional Service We were traveling from out of town. I was able to make an appointment on-line when my car would not start late one evening. I received a courtesy ca We were traveling from out of town. I was able to make an appointment on-line when my car would not start late one evening. I received a courtesy call the next morning. They honored the appointment and got my car right in. They replaced my battery, ran a 32 point check and recommended several things I needed to have checked when I got home. I was on my way in less than 45 minutes. The staff were friendly and courteous. The waiting room was clean and a pleasant place to sit. More

The worst costumer service ever from Brad Ancker!! I should have known I would have received the worst costumer service ever when I walked in and overheard Brad Ancker complaining to another service re I should have known I would have received the worst costumer service ever when I walked in and overheard Brad Ancker complaining to another service rep about other costumers. While I thought it was unprofessional, I was willing to give him the benefit of the doubt, especially since I've received good costumer service from other reps from this particular Buick location in the past. Today I walked in to get my air bag checked (light was coming on). From the onset, I was made to feel as though Ancker did not want to provide services to me. He informed me that my warranty was expired at 53000; however, this was not the case. I purchased the vehicle at 60,000 and had purchased extended warranty which would not expire until Nov. 2017 or till I have reached 96000. I felt as though he did not believe me because he kept repeating, "I can't find it in the system-- and it would show up here if you had it." I came in Feb. of this year and the other service rep. had no problem pulling it up. I felt helpless and almost walked out, feeling there was nothing I could do. Why did I have to convince him that I have extended warranty? I even turned to my husband and said, "Let's go." Luckily, my husband turned to me and replied, "Let me go talk Mr. Wilson, the sales rep I bought the car from." Mr. Wilson immediately called someone and provided the information for me to give to Ancker. Fast forward---- After the diagnostic was completed, I was shocked to find out I was being charged $145 for the diagnostic. I then replied, "I'm going to pay for it, but I didn't know about this." He got offended, ranting over and over again how he had explained it to me earlier. Where was I when he allegedly did this?? He said he had never had a costumer have a problem with this before. I asked him, "If you had advised me earlier of the cost, then what do you think you could have done differently so that I could have better understood you? Because we obviously had a misunderstanding in communication here. I've been here before. I've worked with Jim, and he explained everything to me. Very clearly.There was no miscommunication in our dialogue." He then replied that he would do NOTHING differently. He had "not done anything wrong"! In fact, he even added, "The only reason you didn't have a problem with Jim is because you didn't have to pay anything. Your warranty covered everything." I answered, "No, sir. The reason I didn't have a problem with Jim is because I was not made to feel unvalued as a costumer. Not only did you not communicate effectively with me, you are denying any responsibility for the lack of clarity on your end. You even tried to deny me service from the beginning because you claimed I didn't have warranty. You made me feel helpless, so helpless I almost walked out. What I know is this: you gave me poor costumer service. I walked in feeling great and now I'm walking out feeling unvalued as a costumer." He looked at me and ended our conversation with "okay". He clearly did not take pride in his job and in (what I thought was) Buick's philosophy in providing excellent costumer service. What bothers me the most about my whole encounter with Ancker is that he never once apologized for his lack of ineffective communication on his end. To make matters worse, he defended his actions and offended me with his words "The only reason you didn't have a problem before is because you didn't have to pay anything. Your warranty covered everything." He clearly missed the point. This was not about money. This was about his pompous attitude and about not taking responsibility for his actions, his lack of clarity in his (poor) communication skills. This was about how he stated he could have done nothing differently to prevent this. This is about how I felt let down by Buick. Before this encounter today, my husband and I were considering purchasing another vehicle from Buick sometime in the near future. But after this terrible experience today, Buick has permanently lost my business. More

Tired of Service Center Taking Advantage of Me General warning - do not trust this service center. They are highly skilled at positioning every repair as necessary and making you feel stupid for ev General warning - do not trust this service center. They are highly skilled at positioning every repair as necessary and making you feel stupid for even questioning it. In short, I will never bring my car back here. I am tired of their whole service center and their business practices. As an example, I brought my truck in for an inspection. The adviser talked me into purchasing 3 new wiper blades to the tune of $90 because his tech wouldn't conduct the inspection without them. News alert, according to the Texas DPS a rear wiper isn't part of the inspection therefore not necessary to replace. SA conveniently never mentioned that. And wipers need to be in good working order, mine were just fine. So much for free inspections. I will gladly pay for every one now to avoid dealing with this service center ever again. I hope the $100 was worth losing a customer over. More

Trusted place, good people My family relies on this center for our repairs. We get personalized attention from trusted personnel. They do the kind of job they would for their ow My family relies on this center for our repairs. We get personalized attention from trusted personnel. They do the kind of job they would for their own family member. Mechanic and service advisor go above and beyond. They treat us right. More

Beware of Overcharging I’ve been servicing my 2010 Buick Enclave with you for over 5 years. My extended warranty recently expired. I recently took the car in to diagnose a I’ve been servicing my 2010 Buick Enclave with you for over 5 years. My extended warranty recently expired. I recently took the car in to diagnose and repair whatever was causing the check engine light to illuminate. My service representative called the next day informing me that I’d somehow damaged the exhaust system causing a leak and destroying both 02 sensors. He explained that to do this kind of damage would have required that I had hit something hard underneath the car. He also explained that the only way to repair it was to replace a significant part of the exhaust assembly. In addition to this, he told me I had a right front boot leaking and recommended I replaced the entire front axle. The total quote for the repair was $2,600. Something didn’t feel right about the exhaust issue and asked for a second opinion from a 3rd party service company with whom I’ve had several good experiences. They agreed that what Buick was telling me sounded suspicious. I called my Service Manager at Buick and asked him to put my car on the lift and show me the damaged exhaust. I was in Ewing Buick's service garage when they put my car on the lift, and was surprised by what I didn’t see. No visible damage to the exhaust at all. The Service Tech then told me a different story than the Service Manager explaining the issue was due to a barely visible rupture at a weld point. He then explained that he found the rupture using a soap & water test, and this rupture caused both of my 02 sensors to be destroyed. I couldn’t see the rupture, and I have a close up photo of the area he was referring to. I asked the service technician and his colleague if this rupture could be repaired via weld vs. replacing the assembly, but they firmly recommended replacing the entire unit. I sensed that Buick was taking me for a ride so I asked for my keys, explaining politely that I was going to take my vehicle to a 3rd party for the repairs. Buick charged me $125 for the diagnosis. After performing a number of tests including smoke and soap, the 3rd party service company did not find any leak and only 1 02 sensor needed to be replaced vs the 2 Buick quoted. The 2nd 02 sensor was fine. Regarding the leak, I even shared with them the picture I took of the weld where your folks were claiming the leak was so they’d have a place to focus, but there was no leak there. For my leaky right front boot, they replaced the axle with an aftermarket one. My total bill was $784.56 vs. the $2,600 Ewing Buick quoted me. I’ve been a great customer for years, paying for nearly every recommended add-on service that was recommended to me by Ewing Buick. But given all the evidence, it is hard for me to believe that their Service department didn’t mislead me and wasn’t trying to gouge. It sure does leave a bad taste in my mouth. And paying $125 for the bogus diagnosis that Buick said would cost me 3x more in repairs than it actually ended up costing somewhere else doesn’t make me feel any better. I’ve spent an awful lot of money with Ewing over the 5 years I've owned my Enclave, but it’s hard for me to see how I'd sign up to do it again. More